Social Assistance Management System Call Sessions Job Aid

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Harmony Information Systems, Inc. 12120 Sunset Hills Rd, Suite 500

Reston, VA 20190

(703) 674-5100

www.harmonyis.com

SAMS Training Social Assistance Management System

Call Sessions

SPURS Project

Department of Aging and Disability Services (DADS)

Version 3.1 FINAL

January 11, 2012

SPURS Project Job Aid: Call Sessions

v 3.1 – FINAL – 01/11/12 © Harmony Information Systems, Inc. Version Control

Version Control: Job Aid – Call Sessions in SAMS

Version Release Date Changes and Comments

1.0 5/20/2010 Initial Release

2.0 01/04/2011 Released with expanded content

3.0 3/21/2011 Released with expanded content

3.1 1/11/2012 Released with minor revisions

Copyright © 1997-2010 Harmony Information Systems, Inc.

All rights reserved.

The software contains proprietary information of Harmony Information Systems, Inc.; it is provided under a license agreement containing restrictions on use and disclosure and is also protected by copyright law. Reverse engineering of the software is prohibited.

Due to continued product development this information may change without notice. The information and intellectual property contained herein is confidential between Harmony Information Systems, Inc. and the consumer and remains the exclusive property of Harmony Information Systems, Inc. If you find any problems in the documentation, please report them to us in writing. Harmony Information Systems, Inc. does not warrant that this document is error-free.

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v 3.1 – FINAL – 01/11/2012 © Harmony Information Systems, Inc. TOC

Table of Contents

INTRODUCTION ................................................................................. 3

Scope of Job Aid ................................................................................ 3 Illustrations and Graphics..................................................................... 3 Additional Resources .......................................................................... 4

QUICK LIST – LOGIN AND SIGNING IN TO SAMS ............................... 5

QUICK LIST – ENTERING IR&A TO MEET DADS MINIMUM REQUIREMENTS ................................................................................. 7

CALL SESSION OVERVIEW ............................................................... 12

Call Details ...................................................................................... 13 Types of Calls .................................................................................. 13 Call Topics & Aging and Disability Resource Center Activities (Call Outcomes)....................................................................................... 18 Referrals ......................................................................................... 20 Activities ......................................................................................... 23 Assessments .................................................................................... 25 Service Deliveries* ........................................................................... 29 Existing Call Notes ............................................................................ 31 Completed Call Summary Example ..................................................... 31

REPORTS ......................................................................................... 32

1. Report for Estimated Audience Size and Contacts ............................ 33 2. SAMS Agency Call Report.............................................................. 34 3. SAMS I & R Provider Report .......................................................... 35


© Harmony Information Systems, Inc. Page 2

Symbols Used in this Training Manual

TIP

Tips provide general recommendations on how to make it easier or more

productive to use SAMS.

CAUTION

Caution highlights areas of note where special attention to detail may be

important to your success with SAMS.

NOTE

Notes provide additional information of general interest about a specific

function or process of the SAMS application.

EXAMPLE

Examples are provided to help you develop a better understanding of how

SAMS may be used in a “real life” situation.

MINIMUM DATA REQUIREMENTS

Minimum Data Requirements are provided to give you a list of the minimal

data to be entered into SAMS to meet the Department of Aging and Disability

Services (DADS) requirements. How to enter the data into SAMS follows the

Minimum Data Requirements list. Minimum Data Requirements fields are in

boldface type. Area Agencies on Aging may choose to enter additional data

concerning the consumer and are not limited by DADS minimum requirements.

QUICK LIST

Quick Lists are provided as a fast reference listing of steps to take to access

SAMS or enter data, without in-depth detail.



Introduction This reference manual provides “quick reference” information for State Unit on

Aging Programs Uniform Reporting System (SPURS) users providing

Information, Referral and Assistance and is a supplement to the SAMS User

Training for the entry of Call Sessions.

Scope of Job Aid

This Job Aid is designed to supplement SPURS User Training for the entry

Information, Referral and Assistance Call Sessions. The content documents the

ideal work flows for documenting Information, Referral and Assistance, and the

system reports associated with that service. The material serves as a reference

and outlines “how to”:

Log in to Agingnetwork.com.

Log in to SAMS.

Log a “Quick Call.”

Log a Comprehensive Call and Call Session Details.

Document:

Types of Calls

Call Topics

Referrals

Activities

Assessments

Information, Referral & Assistance Service Deliveries using Templates

Run Reports.

Users of this Job Aid should be familiar with the structure of Consumer Records in SPURS and DADS’ client intake procedures for data requirements.

Illustrations and Graphics

Screen shots provided in this manual may show a view or system configuration

that is slightly different from the screens and configuration in use at your organization.



Additional Resources

This training manual only provides a general overview to entering Information, Referral and Assistance Call Sessions. It does not attempt to provide complete

system information.

SAMS has an online help system and printable manual. After logging in, press

F1, or use the Help menu to access an indexed help system with step-by-step procedures.

Note: This manual assumes you have previous training

and/or experience with SAMS. Refer to the Core SAMS Training Manual for general information as needed.

Note: “SAMS” refers to Harmony Information Services, Inc.’s Social Assistance Management System. “SPURS”

refers to the project implementation of SAMS in the State of Texas, known as the State Unit on Aging Programs

Uniform Reporting System.

For questions, please contact your Area Agency on Aging SAMS Administrator.

When the Area Agency on Aging SAMS Administrator cannot assist you, the

Administrator should send questions to the DADS Help Desk at

[email protected] (use control+click to follow this link).

mailto:[email protected]



Quick List – Login and Signing in to SAMS

1. Launch Internet Explorer.

2. Go to http://www.agingnetwork.com.

3. Click Go to Customer Login.

4. Enter your assigned AgingNetwork Username and Password. Your Username is your “TXDADS” number.

If you forget your Password, your local SAMS administrator must contact Harmony Information Systems to request a password

reset.

5. Click on the Log In button.

6. Click on the SAMS Production folder.

7. Click on the SAMS icon to start the application.

8. Enter your assigned SAMS Username and Password.

If you forget your SAMS Password, your local SAMS administrator must contact DADS to request a reset.

9. Click OK.

http://www.agingnetwork.com/



DADS MINIMUM DATA REQUIREMENTS

Information, Referral & Assistance

a. Assign the correct Caller Type.

b. Show caller as Consumer, if applicable.

c. Select the applicable Age Group.

Age group is a program qualifier for persons 60/+,

caregivers, and consumers receiving services funded by the Centers for Medicare and Medicaid Services. This element is required for all callers for whom units of service are

reported.

d. Record the Start Date.

If data entry is occurring after the event, ensure that the date reflects the date of service rather than the date of entry

to the system.

e. Enter details under Call Notes for every communication with or on the behalf of an eligible individual, regardless of the type of contact (initial, follow-up, accessing services).

f. Record Service Deliveries.

g. Mark Call as Complete when activities are final. Call Notes must be sufficient to indicate the reason for the inquiry,

actions taken, whether follow-up is needed and was provided, and the final resolution of the call.

h. Report total Contacts and Estimated Persons Count.

i. Enter Service Groups when the AAA is tracking the above information through a different Information, Referral and

Assistance system.



Quick List – Entering IR&A to meet DADS Minimum Requirements

1. Once you are in SAMS, click the New Call button. 2. Click on Caller Type and select from the drop down menu. If the default

selection of (Self) is retained, the Consumer selection will populate with the caller automatically.

3. Click on Consumer if caller is different from the person needing

assistance.

4. Click on Age Group and select from the drop down menu. The Age

Group selected is for the person needing assistance. Age Group and Gender will populate automatically if the consumer’s Date of Birth and Gender are already in SAMS.

5. Note the Start Date. Adjust if data is being entered on a date which is

later than the date of service by clicking on the date field.

6. Click the Complete? field to set the call completion status. Mark complete when all activities for the caller are final.

7. Click the Notes field to enter any comments about the call session.

8. Click Save and Close. 9. Record Service Deliveries by clicking the box on the appropriate

template, using the template screen.

10. Click OK to generate the delivery record for the call’s consumer.



DADS Definition and Other Information: Information, Referral and Assistance (IR&A)

1. Definition

Information, Referral and Assistance consists of activities such as assessing the needs of the inquirer, evaluating appropriate resources, assessing appropriate response modes, indicating organizations capable of meeting those

needs, providing enough information about each organization to help inquirers make an informed choice, helping inquirers for whom services are unavailable

by locating alternative resources, when necessary, actively participating in linking the inquirer to needed services, and following up on referrals to ensure

the service was provided.

o Unit of Service: One Contact. Count one contact for every communication with or on the behalf of an eligible individual, regardless

of the type of contact (initial, follow-up, accessing services).

and

o Estimated Persons Count: Count only the initial contact during a

reporting month for each eligible individual.

2. What funds may be expended for Information, Referral and Assistance?

Users should refer to the “Services and Allowable Funding Sources” available on the DADS website. In 2012, the following funds may be expended for

Information, Referral and Assistance: o Title III-B

Title III-E Title VII-Elder Abuse Prevention (EAP)

Centers for Medicare and Medicaid Services (CMS) Disaster Relief, as approved by DADS

Medicare Improvements for Patients and Providers Act (MIPPA)

State General Revenue (SGR) State General Revenue Additional Other (SGR Other)



3. Who is eligible for Information, Referral and Assistance?

Different funding sources result in different eligibility requirements for people

served by the AAA. How the AAA budgets its funds under IR&A determines how the AAA will collect and report eligible units of service to DADS.

Title III-B (AoA) or State General Revenue (SGR): Record and report contacts and estimated persons for the following:

o Eligible individuals include persons who are age 60 or older, and

individuals calling on behalf of a person who is 60 or older. Examples of

other individuals include family, friends, caregivers, neighbors, and health or social services staff.

Title III-E (AoA) and State General Revenue (SGR) used to match Title III-E (State): Record and report contacts and estimated persons for the following:

o Eligible individuals include persons who are:

Age 18 or older caring for an individual age 60 or older;

Age 18 or older caring for an individual of any age who has Alzheimer’s disease and related disorders with neurological and

organic brain dysfunction;

Age 55 or older and are grandparents or older relative caregivers of

persons up to age 18; or

Age 55 or older and are grandparents or older relative caregivers of persons who are age 19 to 59 with a disability.

Title VII-Elder Abuse Prevention (AoA/EAP): Record and report contacts and estimated persons for the following:

o Eligible individuals include persons who are age 60 or older, and

individuals calling on behalf of a person who is 60 or older. The issue

discussed must relate to Elder Abuse Prevention (EAP).



Centers for Medicare and Medicaid Services (CMS): Record and report contacts and estimated persons for the following:

o Eligible individuals include persons who are:

o Medicare beneficiaries;

o New to Medicare enrollees; o Dual Eligible Medicare beneficiaries; or

o Beneficiaries who are disabled as determined by Social Security Administration (SSA) criteria.

The issue discussed with an eligible individual must be related to a CMS topic.

o Eligible individuals who are age 60 and over will be reported using a template in SAMS which maps the unit of service to a NAPIS activity.

o Eligible individuals who are under age 60 will be reported using a

template in SAMS which does not map the unit of service to a NAPIS

activity, if the AAA wishes to track these units in SAMS.

Note: Units of service provided for an individual of any

age who meets CMS criteria, must be reported on the

Individual Client Contact (ICC) form in SAMS. The ICC

requires reporting of time spent in hours and minutes on

NPR and total time in minutes in SAMS.

Medicare Improvements for Patients and Providers Act (MIPPA): Record and report contacts and estimated persons for the following:

o Eligible individuals include persons who are Medicare beneficiaries, or a

new to Medicare enrollee, or a beneficiary who is disabled as determined

by SSA criteria.

o Eligible individuals who are age 60 and over will be reported using a

template in SAMS which maps the unit of service to a NAPIS activity.

o Eligible individuals who are under age 60 will be reported using a

template in SAMS which does not map the unit of service to a NAPIS activity, if the AAA wishes to track these units in SAMS.

The issue discussed with the caller must be related to Low Income Subsidy

(LIS), Medicare Savings Program (MSP) or other MIPPA issues.

Note: Units of service provided for an individual of any

age who meets CMS criteria, must be reported on the

Individual Client Contact (CC) form in SAMS.



4. What data does DADS require to be reported for the Quarterly Performance Report (QPR) for Information, Referral and Assistance?

o Units of Service

o Estimated Persons Count (Initial Contact) for 60+ persons o When funded by Title III-E, the AAA must report:

“Estimated Unduplicated Caregivers”

“Estimated Unduplicated Grandparents/Other Older Relatives”

5. What data does the Administration on Aging (AoA) require to

be reported for Information, Referral and Assistance?

The Administration on Aging (AoA) requires data be reported annually using the National Aging Program Information System (NAPIS) in accordance with AoA’s

“Reporting Requirements for Title III and VII.” The following is a list of AoA terms and reporting requirements for Information, Referral and Assistance:

o Service Name: Information and Assistance o Unit of Service: 1 Contact

o When funded by Title III-E, the AAA must report:

“Estimated Unduplicated Caregivers” “Estimated Unduplicated Grandparents/Other Older Relatives



Call Session Overview

The Call Session of SAMS IR (Information and Referral) is the primary section of

SAMS for tracking contacts that can represent the initial service or information

request from a potential Consumer.

To access the Call Session functionality, Users must be given access by the

SAMS Administrators at the local Agency or DADS.

Below is a screenshot showing the SAMS IR toolbar:

A new call session is started by clicking the New Call button, at which time the

following summary screen is displayed. The layout of the call session is similar

to the consumer record area of SAMS, with a navigation pane on the left and the

sections for detailed data entry in the main working window:



Call Details

The call summary screen includes a split window displaying data fields for

tracking detailed specifics about the caller, consumer, and call, and access to

call task tracking. These sections are also accessible from the call navigation

pane on the left. All call records will track the caller, the consumer, and the

relationship as defined by the different Types of Calls listed in the section below.

Also tracked as details of the call are the source of the call, the type and priority

of the call, start and end dates/times, the call’s completion status, and general

notes taken on the call.

Types of Calls

SAMS IR can record many types of calls including:

Anonymous Caller about a Named Consumer: an unknown caller

phoning on behalf of an identified consumer. AAAs are strongly encouraged to obtain as much information about a caller as possible.

Named Caller about a Named Consumer: an identified caller phoning on behalf of a known consumer or potential consumer.

Named Caller about an Anonymous Consumer: an identified caller

phoning on behalf of an unknown consumer.

Consumer Call: a consumer phoning to obtain information for him or

herself.

Anonymous Call: neither the caller nor the consumer has been identified. AAAs are strongly encouraged to obtain as much

information about a caller as possible.

The following sections outline the process for capturing data as it pertains to SAMS. Area Agencies on Aging not using SAMS to track individual Information,

Referral & Assistance contacts must collect and document the minimum data requirements described in this Job Aid.



To Enter a New Call Session with Details:

1. Click New Call to start a call session.

2. Select the Caller by browsing for an individual or by creating a new

record.

To open Search Consumers to browse, click on the “….” or hit the space bar.

Tip: There may be instances where it makes more

sense to collect data about the Consumer first. The order of selection for the Caller or Consumer is

irrelevant.



3. Select the appropriate Caller Type.* If the default selection of (Self) is

retained, the Consumer selection will populate with the caller

automatically. If a different caller type is desired, then browse for the

consumer following the same process as outlined in step 2.

*Caller Type or Consumer is required by DADS.

4. Select the appropriate source in the Referred By dropdown.

5. Age Group*, Gender and Disabilities can be selected if desired for

more detail on the consumer selected. Age Group and Gender will

populate automatically if the consumer’s Date of Birth and Gender already

in the SAMS database.

*Age Group is required by DADS.



6. Select the appropriate Call Type and the call’s level of urgency in the

Call Priority dropdowns.

7. Note the Start Date*/Time and End Date/Time; especially the End

Time that is current and being tracked live. Adjust if necessary.

*Start Date is required by DADS.

8. Set the call completion status with the Complete?* selection. This will

likely be set in actual usage at the conclusion of the call when follow up

tasks are known.

*Complete is required by DADS when activities are final.

9. Select an optional Primary Payment Source for the service.



10. Enter any comments about the call session in the Notes* field. Any

notations made here will be visible in subsequent call sessions for this

consumer.

*Notes are required by DADS.

11. Review completed call details.



Call Topics & Aging and Disability Resource Center Activities (Call Outcomes)

On the right-side pane of the call summary screen are sections to track list

attributes of the call data. An example is the ability to record predefined items

for any topics discussed within the duration of the call, with optional times

associated, as well as any outcomes of the call session.

To add any items to these lists, simply double-click on the section and select the

appropriate items to add. Alternately access each section in the navigation

pane on the left and add the items using the Add button on the toolbar.

To add a new call topic or Aging and Disability Resource Center activity

outcome:

1. Continuing with the call session already started, double-click the

section for Topics. Choose the desired items by checking the

appropriate boxes in the top section of the Add Call Topics window.



2. Enter an optional Topic Time, Comments regarding the topic and any

specified need for Planning around the topic in the bottom half of the

window.

3. Click OK to commit the added items checked.

4. Double-click the section for Aging and Disability Resource Center

Activities and choose the desired items by checking the appropriate

boxes in the list.

5. Click OK to commit the added items checked.

6. Review lists of items added for Topics and Aging and Disability Resource

Center Activities.



Referrals

During a call session, the caller may request specific information about an

organization. The worker can track a referral made to a provider, when

the provider is entered as a resource in the SAMS Administrative setup.

To add a new referral:

1. Continuing with the call session already started, double-click the section

for Referrals to bring up the Search for Services window.

Note: The Search for Services function can also

be accessed from the IR toolbar of SAMS and used

to initiate a call session.

2. In the Search field at top of the window, type in any searching criteria for

the provider organization for which you wish to create a referral such as

the provider name, service names, location data, or any other identifiable

attribute. The search results will populate as you type.

Continue to type additional search words to narrow the resulting list of

providers.



3. To add a referral to the call session, select the desired provider in the list

of results in the left-hand window and click Add Referral in the bottom

window. Check the appropriate service(s) that are being referred to the

caller, if any.



4. Click OK to commit the service to the referral.

5. Repeat for additional referrals and click OK to commit the referral items

to the call summary.



Activities

A call session may result in a task that needs to be completed by the user taking

the call or by another person within or outside their department or organization.

Activities are used as a primary source of electronic communication and task

management. This section of the call session allows the worker to create a task

as a follow up to the call.

Note: The steps outlined below are recommended

best practices with the fields to track. Other fields

can be utilized for specific needs and purposes.

To add a new call activity:


for Activities to initiate an activity record.



Tip: An activity record can also be automatically

generated during a referral of a service provider by

clicking Generate Activity in the referral toolbar.

Click on Provider before taking an action such as

editing or generating the activity.

2. Select the Consumer or Caller to link the activity record to.

3. Select the categorization of the activity in the Action dropdown list.

4. Enter a Subject for the activity.

5. Select the organization or care manager to assign to the task in the

Provider dropdown list. In SAMS the term “care manager” is used for all

staff, including Benefits Counselors.

6. Set a Due Date for the activity by entering the date or clicking the date

on the calendar on the right-hand window.

7. Enter Comments to further explain related information or needs.

8. Click OK to commit the activity record to the call summary.



Assessments

In SAMS, an assessment is a function to gather data in a question/response

form. The terminology in the SPURS implementation for Texas would refer to

these assessments in SAMS as the Nutritional Risk Assessment, Consumer

Needs Evaluation and Caregiver Assessment (SB 271). There are additional

assessments created for the State Health Insurance Program Individual Client

Contact form and Public and Media Events form as well.

Note: The steps outlined below are examples of

assessment sessions initiated in a call session.

Assessments can also be created from the

consumer record.

To add an assessment to the call:


for Consumer Assessments to initiate an assessment session.

Tip: an assessment can also be created for the

Caller following the same steps.

2. Select the appropriate form in the Filename field. The application will

retain previously selected forms in the dropdown, or select Browse to

find the form in the folder: S:\Omnia\Assessment Forms\ .

3. Select your organization in the appropriate Agency or Provider

dropdown.

4. Set the Date of Assessment, if different from the current date.

5. Set the Next Assessment Date, if appropriate, or delete and leave

blank if no follow up assessment needs to be performed.



6. Enter the name of the Assessor.

7. Click OK to create the assessment. Depending on the form selected, you

may be presented with a prompt to Save the assessment to utilize

indicator calculations; click Yes if prompted to do so.

8. Depending on the form and data entered in the consumer record, you

may be brought to a Map SAMS Consumer Details dialog to populate

response data in the form. Map the appropriate data fields if desired and

click OK, or click Cancel to start the assessment without populating

response data.



9. Complete the assessment session by responding to all appropriate

questions in the form (see the Core SAMS Training Manual for more

information on assessment functionality).



10. Click Save and Close to complete the assessment process.

Tip: It is good practice to click Save regularly

when completing an assessment to commit changed data to the database.



Service Deliveries*

*Service Deliveries are required by DADS.

A call session between a worker and a caller that contains an inquiry

and a response is defined as an Information, Referral and Assistance service

provided and needs to be tracked for reporting. SAMS allows for these services

to be automatically created as deliveries at the conclusion of the call session

based on options set in the database.

The automated delivery creation utilizes functionality in SAMS for Service

Templates which allows the users to create service deliveries consistently by

choosing pre-defined criteria from a list of templates. Where the services will be

generated is dependent on the existence of a consumer (note the Types of

Calls outlined in the Call Details section).

In the most common scenario set in SAMS, call sessions containing an

anonymous consumer will have service deliveries generated in a pre-defined

aggregate consumer group, while a known consumer will have services

generated in his or her consumer record.

Note: The steps outlined below are for the completion of

the call session. Service records can also be created by

double-clicking the Service Deliveries section of the call

session or from the consumer record.



To record a service to the call:

1. Continuing with the call session already started, verify that all data has

been captured in the appropriate fields and sections of the call and click

Save and Close.

2. On the Record Service Deliveries template screen, select the pre-

defined template accordingly. If your organization’s template is not

available to be selected, ask your SAMS Administrator to have it created.

3. Click OK to generate the delivery record for the call’s consumer (or

consumer group if anonymous).

4. By using Record Service Deliveries your organization will be able to run

a monthly report which will automatically calculate Contacts and

Estimated Persons Count.



Existing Call Notes

This section of the call record will display a list of any past communication

Notes tracked in call sessions for the same consumer in the current call. This

section is very beneficial to allow the call taker to view notes entered in previous

sessions without having to close and access multiple call records.

Completed Call Summary Example



Reports

SAMS has several report templates (under Reports > I & R Reports) to assist

you in managing Information, Referral and Assistance activity:

Each report can be customized to suit your needs by setting parameters where

applicable.

Other reports that may be helpful can be found in Reports> Services Category. In this section we will detail three reports of general interest:

1. Report for Estimated Audience Size and Contacts

2. SAMS Agency Call Report

3. SAMS I & R Provider Report



1. Report for Estimated Audience Size and Contacts

Step 1: Open Reports Section.

Step 2: Select Category: Services. Step 3: Select SAMS Report: Agency Summary Report (Totals Only).

Step 4: Enter Report Parameters as shown below, substituting Agency, Date Range, Title, and other elements as appropriate.

Step 5: Save the report or do a “Save As” if you wish to establish a file name.

Step 6: Run the report. Audience Size and Contacts are calculated as follows:



2. SAMS Agency Call Report

This report will give you information about your calls for a given period.

Step 1: Open Reports Section. Step 2: Select Category: I & R Reports. Step 3: Select SAMS Report: Agency Call Report.

Step 4: Enter Report Parameters as shown below, substituting Agency, Date Range, Title, Call Type, and/or other elements as appropriate.

Step 5: Save the report or do a “Save As” if you wish to establish a file name.

Step 6: Run the report.



3. SAMS I & R Provider Report

Step 1: Open Reports Section.

Step 2: Select Category: I & R Reports. Step 3: Select SAMS Report: I & R Provider Report (Totals Only).

Step 4: Enter Report Parameters as shown below, substituting Agency, Service(s), and other elements as appropriate.

Step 5: Save the report or do a “Save As” if you wish to establish a file name. Step 6: Run the report. Each provider prints on a new page.



HOW SHOULD THIS ACTIVITY BE REPORTED?

Information, Referral & Assistance

1. On February 2, an individual calls and asks for the telephone number for the Dandy Durable Equipment Company. You provide the telephone number and the caller hangs up.

ANSWER: This contact cannot be reported to DADS or AoA through NAPIS.

There is not enough information to determine eligibility. If the AAA wishes to

track this anonymous call, it must record the call using a template that does not track to DADS/NAPIS.

2. On February 2, you receive a call from a female who tells you her mother, who just turned 60, is interested in congregate meals and some senior center

activities. She wants the address of the Community Center of Cardona. You provide the address and the telephone number of the Center. She prefers to not give you her name or her mother’s name.

ANSWER: This may be counted as a 60+ IR&A contact as the individual was

calling on behalf of a person 60 or over. Let’s take a look at the DADS minimum requirements (DMRs), page 6 in your Job Aid, and walk through how to enter all of the information you need into SPURS.

Caller Type Child

Age Group 60 - 64 Start Date February 2, 2011

Complete? Yes. You are unable to follow up with this individual as you have no contact information.

Notes Enter notes, example: “Provided address and

telephone number to Cardona Community Center.” Save and Close

Service Delivery Click on the box for the appropriate template. Click OK Saves Service Delivery How many contacts? 1



3. On February 17, Bonny Sox calls and says she heard on TV about a

charity drive at a local church. She wants to donate but needs a ride to the church. When you ask if she is over or under 60, she says “Honey, I’m 78 years old and I’m cleaning house! Why do you ask?” You briefly tell her about Older

Americans Act eligibility. You provide the number to the nearest transportation provider and ask for her phone number so you can be sure she got a ride. She

provides the number. ANSWER: This may be counted as 60+ IR&A contact as individual is 78

years old.

What is the Caller Type? Self What is the Age Group? 65+ What would you enter for the Start Date? 2/17/11

Would you mark this as complete? Why? No, follow up is needed. What would you enter in Notes? [Description]

How many contacts? 1

4. On February 24, you call Bonny Sox to see if she was able to get a ride to the local church to make her donation. She replies “They were the nicest people, and I want to say I’m so glad I called you! Now I think I’ll start going to

the Senior Center too because they are starting ukulele classes and I’m from Hawaii!” You ask if there is anything else you can help her with. She says no,

but she sure knows who to call if she ever needs help again, and she’s going to tell all her friends about the AAA!” You thank her for the information and end the call.

ANSWER: This may be counted as 60+ IR&A contact as individual is 78

years old. What is the Caller Type? Self/Already in system

What is the Age Group? 65+/Already in system What would you enter for the Start Date? 2/24/11

Would you mark this as complete? Why? Yes, follow up is complete. What would you enter in Notes? [Description] How many contacts? 1



5. On February 25, John Fender calls about his need for help with food and

utility bills. He had to buy some very expensive medicines after a recent surgery and he’s afraid he will not be able to afford his electric bill which he expects in a week or so. His Social Security check will not be in the bank for

two more weeks. “I’m just an old guy who in my 89 years has never had to ask for help. Usually, everything’s fine, it’s just the medicines really took a lot of

money. I hate to ask, but is there any help available?” Once you have taken his contact information, you contact three charitable organizations in town to find out the status of their programs and all can help with food or utilities. You

call Mr. Fender back and provide the information.

ANSWER: This may be counted as 60+ IR&A contact as individual is 89 years old.

What is the Caller Type? Self What is the Age Group? 65+

What would you enter for the Start Date? 2/25/11 Would you mark this as complete? Why? No, follow up is needed.

What would you enter in Notes? [Description] How many contacts? 5 Original call = 1

Calls to charities = 3 Call back to consumer = 1

6. For the month of February using these five calls, how many of each of the following would you report on your Quarterly Performance Report?

Total number of Contacts: 8 (1 + 1 + 1 + 5)

Total Estimated Persons Count: 3 Anonymous Female

Bonnie Sox Johnny Fender

Documents

Social Assistance Management System Call Sessions Job Aid